Abstract
Every conflict in the workplace, in the home, the field of leisure and transport occurs for specific reasons and under certain conditions. In order to prevent the many conflicts that arise in public life, it is necessary to identify and study their causes. The article presents the results of a survey conducted among the passengers at the station Dnipropetrovsk. The analysis showed that the main cause of discontent conscious passengers are: improper quality of services offered; incorrect or incomplete information to customers about the features of the upcoming trip; awareness apparent low value of the acquired services. At the same time, the number of customers of rail transport, which to file complaints, but remain loyal consumers of passenger rail services, is about 35 %. A significant part of the passengers are not supported his displeasure, cease to enjoy a number of railway services or go to competitors. Thus, due to the lack of attention to the shortcomings observed and expressed by passengers, the inability to resolve conflicts and lost part of the profit.
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